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During this course you will learn who customers are, what they want and how you can play your part in keeping your customers satisfied, whatever work you are engaged in.


ยท         Identify your customers and recognise your position as suppliers.

ยท         List the five rights of customers and apply them in your own work situation.

ยท         Motivate people to keep the customer in focus.

ยท         Enhance your performance so as to provide superior customer service.

ยท         Analyse customer feedback against standards and take appropriate action to deal with complaint


Course Requirements


 This course is aimed at newly appointed Team leaders or supervisors or anybody wanting to develop a particular management skill




The course is broken down into the following units:


ยท         Introduction

ยท         Customers and their expectations

ยท         Why are customers important?

ยท         The benefits of customer focus

ยท         Who are your customers?

ยท         Internal and external customers

ยท         What customers want

ยท         The five rights of customers

ยท         Keeping the customers in focus

ยท         Management plans and decisions

ยท         Happy staff

ยท         Quality goals

ยท         The climate or atmosphere

ยท         Customer focus summary Improving service to your customers

ยท         Introduction

ยท         Communicating with the customer

ยท         Communicating with external customers

ยท         Communicating with internal customers

ยท         Achieving superior customer services

ยท         Customers are people

ยท         Strengthening communication links & Encouraging

ยท         Accountability

ยท         Fostering a team approach

ยท         Enhancing performance

ยท         Setting and communicating objectives

ยท         Setting and communicating standards

ยท         Obtaining feedback

ยท         Checklist for reviewing performance

ยท         Customer complaints


What qualification is awarded upon completion?


Every successful student will be awarded the Level 1 Certificate in Customer Service.


How long will this course take to complete and do I have to complete within a certain time?


Students can register for this course at any time. Average completion time is approximately 30 hours overall, however you may take as long as you wish to complete. There is no time limit at all.


What is included in the price of my course?


ยท         Official course enclosed in A4 folder.

ยท         Blank CD for storing coursework.

ยท         Plain A4 paper.

ยท         Pen and pencil.

ยท         Freepost Envelopes.

ยท         Unlimited email support (Monday to Friday)


This course comes enclosed in a study bag enabling you to transport your course anywhere you wish. Giving you total flexibility.


What if I need to ask a question relating to my course?


All students can email student support with any questions they may have from Monday to Friday 9am - 9pm.


How is my Coursework assessed?


You will be required to submit your assignments via email or alternatively you can use the freepost envelopes supplied in your study pack. ( Freepost available to UK students only ). Once received it will be assessed by student support and a report issued on your progress with any relevant comments. Three grades can be achieved PASS, MERIT or DISTINCTION. All assignments can be re-submitted for regrading if necessary.


Will I be required to sit an exam?


This course is completed using continual assessment allowing us to closely monitor your progress. Therefore no examination is required.

Advantages of this distance learning course:
  • Home Study: you declare when you study, no need to attend class at fixed times and fixed dates. Your study hours fit around you!
  • We will post all the beautifully printed course materials to you. Everything is written in a clear and easy-to-understand format.
  • Start this course anytime of the year! No need to wait until the new academic year starts. Enroll today so soon you'll start improving your CV or re-skill for your new career.
  • Create your own study routine, learn at your own pace, complete your course as quickly or slowly as your circumstance dictate.
  • Your home learning is totally supported by experienced tutors who guide, encourage and assess your progress. You will not be alone because all our tutors are friendly and approachable.


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Questions about this course? Contact Student Support / Course Advisors

Enrol by phone: call 0845 65 22 187 quote course code 63

Enrol by post: print this postal form.

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